Author: Johnny Sue Reynolds, Ph.D. and Dorothy Chase

Hospitality Services presents an overview of the hospitality industry that discusses the various roles and responsibilities of workers in the five areas of hospitality for high school students to consider: food and beverage, lodging, travel, tourism, and recreation. The basics of management and the business side of hospitality are also covered. In addition, the text provides an overview for business support areas, such as human resources, marketing, sales, and accounting. Chapters on career planning lead students through the steps of a job search and emphasize the skills needed for success in the workplace. This new edition of Hospitality Services includes updated information to reflect new technologies and global issues, including how hospitality changed as a result of COVID-19 and will continue to transform. The text contains cutting-edge information from experts in the industry with new visuals to reflect today's hospitality industry, including charts and graphics to support visual learners.

Table of Contents

Abbreviated Contents

Hospitality Services 5e, Online Textbook

• Hospitality Services
• Copyright © 2025 by The Goodheart-Willcox Company, Inc.
• Introduction
• About the Authors
• Contributors and Reviewers
• • Contributing Author
  • Reviewers
• New to This Edition
• Credentialing Partners and Support
• • NOCTI Certifications
  • YouScience Industry Certification
• Career and Technical Student Organizations
• Tools for Student and Instructor Success
• • Student Tools
  • Instructor Tools
• Guided Tour
• Brief Contents
• Contents
• Feature Contents
• • Health and Safety
  • Hospitality Ethics
  • Sustainability Practices
  • Industry Spotlight
• Unit 1 Welcome to Hospitality
• Chapter 1 The World of Hospitality
• • Chapter 1 Learning Outcomes
  • Chapter 1 Key Terms
  • Chapter 1 Introduction
  • 1.1 Economic Impact
  • 1.2 Industry Diversity
  • 1.3 Five Segments of Hospitality
  • 1.4 Customer Focus
  • 1.5 Business Categories, Chains, and Franchises
  • 1.6 Professional Associations
  • 1 Review and Assessment
• Chapter 2 Service: The Heart of Hospitality
• • Chapter 2 Learning Outcomes
  • Chapter 2 Key Terms
  • Chapter 2 Introduction
  • 2.1 Customers
  • 2.2 Providing Quality Service
  • 2.3 Hospitality Employees
  • 2.4 Critical Moments
  • 2.5 Customer Service Plan
  • 2.6 Customer Relations Techniques
  • 2 Review and Assessment
• Chapter 3 Hospitality Past, Present, and Future
• • Chapter 3 Learning Outcomes
  • Chapter 3 Key Terms
  • Chapter 3 Introduction
  • 3.1 Early History
  • 3.2 United States Transportation Contributions
  • 3.3 Challenges in Hospitality Today
  • 3.4 Factors Affecting Success
  • 3.5 Future Trends
  • 3.6 Four Trends of Hospitality
  • 3 Review and Assessment
• Chapter 4 Your Career in Hospitality
• • Chapter 4 Learning Outcomes
  • Chapter 4 Key Terms
  • Chapter 4 Introduction
  • 4.1 Advantages
  • 4.2 Challenges
  • 4.3 Is Hospitality for Me?
  • 4.4 Learn About Hospitality Careers
  • 4.5 Career Preparation Requirements
  • 4.6 Learn About Yourself
  • 4.7 Make a Career Plan
  • 4 Review and Assessment
• Unit 2 The Foodservice Industry
• Chapter 5 The World of Food and Beverages
• • Chapter 5 Learning Outcomes
  • Chapter 5 Key Terms
  • Chapter 5 Introduction
  • 5.1 Commercial Foodservice
  • 5.2 Noncommercial Foodservice
  • 5.3 Restaurant Concepts
  • 5.4 Customer Feedback
  • 5 Review and Assessment
• Chapter 6 Front- and Back-of-the-House
• • Chapter 6 Learning Outcomes
  • Chapter 6 Key Terms
  • Chapter 6 Introduction
  • 6.1 General Manager
  • 6.2 Front-of-the-House Functions
  • 6.3 Front-of-the-House Staff
  • 6.4 Back-of-the-House Functions
  • 6.5 Back-of-the-House Staff
  • 6 Review and Assessment
• Chapter 7 Food Preparation and Service
• • Chapter 7 Learning Outcomes
  • Chapter 7 Key Terms
  • Chapter 7 Introduction
  • 7.1 The Menu
  • 7.2 Food Production
  • 7.3 Presentation
  • 7.4 Serving
  • 7 Review and Assessment
• Chapter 8 Hotel Food and Services
• • Chapter 8 Learning Outcomes
  • Chapter 8 Key Terms
  • Chapter 8 Introduction
  • 8.1 Organization
  • 8.2 Banquet Department
  • 8.3 Banquet Service
  • 8.4 Room Service
  • 8 Review and Assessment
• Chapter 9 Purchasing and Receiving
• • Chapter 9 Learning Outcomes
  • Chapter 9 Key Terms
  • Chapter 9 Introduction
  • 9.1 Purchasing Staff
  • 9.2 Purchasing
  • 9.3 Receiving
  • 9.4 Storage
  • 9.5 Inventory
  • 9.6 Relationships with Suppliers
  • 9 Review and Assessment
• Chapter 10 Food Safety and Sanitation
• • Chapter 10 Learning Outcomes
  • Chapter 10 Key Terms
  • Chapter 10 Introduction
  • 10.1 Sources of Foodborne Illness
  • 10.2 Preventing Foodborne Illness
  • 10.3 Government Regulations
  • 10.4 HACCP
  • 10.5 Role of the Manager
  • 10 Review and Assessment
• Unit 3 The Lodging Industry
• Chapter 11 The World of Lodging
• • Chapter 11 Learning Outcomes
  • Chapter 11 Key Terms
  • Chapter 11 Introduction
  • 11.1 Types of Lodging Businesses
  • 11.2 Location
  • 11.3 Ownership and Management
  • 11.4 Lodging Price
  • 11.5 Lodging Market
  • 11.6 Functions in Lodging
  • 11 Review and Assessment
• Chapter 12 Front Office
• • Chapter 12 Learning Outcomes
  • Chapter 12 Key Terms
  • Chapter 12 Introduction
  • 12.1 Rooms Division
  • 12.2 The Front Office
  • 12.3 Reservations Department
  • 12.4 Uniformed Services Department
  • 12.5 Telecommunications Department
  • 12.6 Front Desk Department
  • 12.7 Traits and Functions of Front Office Staff
  • 12 Review and Assessment
• Chapter 13 Housekeeping
• • Chapter 13 Learning Outcomes
  • Chapter 13 Key Terms
  • Chapter 13 Introduction
  • 13.1 Cleanliness and Sanitation
  • 13.2 Guest Rooms
  • 13.3 Public Areas
  • 13.4 Laundry
  • 13.5 In-House and Contract Services
  • 13.6 Role of the Executive Housekeeper
  • 13 Review and Assessment
• Chapter 14 Security
• • Chapter 14 Learning Outcomes
  • Chapter 14 Key Terms
  • Chapter 14 Introduction
  • 14.1 Security Department Overview
  • 14.2 Structural Security
  • 14.3 Security Policies
  • 14.4 Surveillance
  • 14.5 Safety and Emergency Procedures
  • 14.6 Role of the Director of Security
  • 14 Review and Assessment
• Chapter 15 Engineering
• • Chapter 15 Learning Outcomes
  • Chapter 15 Key Terms
  • Chapter 15 Introduction
  • 15.1 Purpose of Engineering
  • 15.2 Functions of Engineering
  • 15.3 Building Systems and Equipment
  • 15.4 Guest Rooms and Public Areas
  • 15.5 Grounds
  • 15.6 Engineering Staff
  • 15 Review and Assessment
• Unit 4 Travel, Tourism, and Recreation
• Chapter 16 Travel
• • Chapter 16 Learning Outcomes
  • Chapter 16 Key Terms
  • Chapter 16 Introduction
  • 16.1 The Travel Industry
  • 16.2 Market Segments of Travelers
  • 16.3 Modes of Travel
  • 16.4 Accessible Travel
  • 16.5 Travel Careers—Present and Future
  • 16 Review and Assessment
• Chapter 17 Tourism
• • Chapter 17 Learning Outcomes
  • Chapter 17 Key Terms
  • Chapter 17 Introduction
  • 17.1 The Tourism Industry
  • 17.2 Travel Documents and Tourism Security
  • 17.3 Tourism Destination Areas
  • 17.4 Segments of Tourism
  • 17.5 Tours and Cruises
  • 17.6 What Impacts Tourism?
  • 17.7 Careers in Tourism
  • 17 Review and Assessment
• Chapter 18 Recreation
• • Chapter 18 Learning Outcomes
  • Chapter 18 Key Terms
  • Chapter 18 Introduction
  • 18.1 The World of Recreation
  • 18.2 Recreation Agencies
  • 18.3 Recreation and Travel
  • 18.4 Special Events
  • 18.5 Careers in Recreation
  • 18 Review and Assessment
• Unit 5 The Business of Hospitality
• Chapter 19 Business Basics
• • Chapter 19 Learning Outcomes
  • Chapter 19 Key Terms
  • Chapter 19 Introduction
  • 19.1 Business Structure
  • 19.2 Management Functions
  • 19.3 Management Levels
  • 19.4 Organization of Hospitality Businesses
  • 19.5 Revenue and Support Centers
  • 19 Review and Assessment
• Chapter 20 Hospitality Management
• • Chapter 20 Learning Outcomes
  • Chapter 20 Key Terms
  • Chapter 20 Introduction
  • 20.1 The General Manager
  • 20.2 Management Tasks
  • 20.3 Management Skills
  • 20 Review and Assessment
• Chapter 21 Human Resources
• • Chapter 21 Learning Outcomes
  • Chapter 21 Key Terms
  • Chapter 21 Introduction
  • 21.1 Human Resources Division
  • 21.2 Functions of Human Resources
  • 21.3 HR Staff
  • 21 Review and Assessment
• Chapter 22 Marketing and Sales
• • Chapter 22 Learning Outcomes
  • Chapter 22 Key Terms
  • Chapter 22 Introduction
  • 22.1 Marketing
  • 22.2 The Marketing Plan
  • 22.3 Promotion Methods
  • 22.4 Hospitality Marketing
  • 22 Review and Assessment
• Chapter 23 Accounting
• • Chapter 23 Learning Outcomes
  • Chapter 23 Key Terms
  • Chapter 23 Introduction
  • 23.1 Functions of the Accounting Department
  • 23.2 Departments and Staff within Accounting
  • 23.3 Skills and Technology
  • 23 Review and Assessment
• Chapter 24 Workplace Safety and Emergencies
• • Chapter 24 Learning Outcomes
  • Chapter 24 Key Terms
  • Chapter 24 Introduction
  • 24.1 Safety vs. Emergencies
  • 24.2 The Role of Government
  • 24.3 Safety and Accident Prevention
  • 24.4 Emergencies
  • 24.5 Minor and Major Emergencies
  • 24 Review and Assessment
• Chapter 25 Legal and Ethical Considerations
• • Chapter 25 Learning Outcomes
  • Chapter 25 Key Terms
  • Chapter 25 Introduction
  • 25.1 Laws and Regulations
  • 25.2 Enforcing Government Regulations
  • 25.3 Liability Issues
  • 25.4 Ethical Issues
  • 25.5 Ethics in Hospitality
  • 25 Review and Assessment
• Unit 6 Career Skills
• Chapter 26 Skills for Success
• • Chapter 26 Learning Outcomes
  • Chapter 26 Key Terms
  • Chapter 26 Introduction
  • 26.1 Career Choices
  • 26.2 Communication
  • 26.3 Job Search Skills
  • 26.4 Succeeding on the Job
  • 26.5 Actions for Advancement
  • 26 Review and Assessment
• Chapter 27 Starting a Business
• • Chapter 27 Learning Outcomes
  • Chapter 27 Key Terms
  • Chapter 27 Introduction
  • 27.1 Entrepreneurship
  • 27.2 Business Plan
  • 27.3 Resources for Entrepreneurs
  • 27 Review and Assessment
• Appendix A
• • Map of Standard Time Zones of the World
• Appendix B
• • Map of the Caribbean Sea
• Glossary
• • A
  • B
  • C
  • D
  • E
  • F
  • G
  • H
  • I
  • J
  • K
  • L
  • M
  • N
  • O
  • P
  • Q
  • R
  • S
  • T
  • U
  • V
  • W
  • Z
• Index
• • A
  • B
  • C
  • D
  • E
  • F
  • G
  • H
  • I
  • J
  • K
  • L
  • M
  • N
  • O
  • P
  • Q
  • R
  • S
  • T
  • U
  • V
  • W
  • X
  • Y
  • Z